Refuse to refund

Ticket Number: ***YJ351<br> This ticket was purchased on 10.03.2015 11:18:39 for R459.00 at Heiderand Checkers Mossel Bay. The consultant (cashier) did not disclose the terms and conditions of the ticket which led me to request the terms and conditions from a Intercape call centre agent Rene, spoke to her on the phone from Mossel Bay office on 10.03.2015. Whilst speaking to her she said that a ticket cannot be refunded but can be moved to the following day at an additional price of R800.00 plus, alternatively, an additional fee of only R100.00 plus will be charged if the client depart on 12.03.2015. The customer could not board the bus leaving her parcels behind, hence, she didn't board the bus and Intercape is refusing a refund. The customer was NOT late for the bus, she did not make use of your services on 10.03.2015 due to the fact that Intercape refuse to accept her fish (perishable item) on the bus. Intercape is refusing a refund, and yet the customer (my sister) did NOT make use of their service. I have the ticket and can pull a bank statement proving that I paid for the ticket. Please assist. Regards